American Home Shield [AHS]
reviews and complaints

I requested the service at 4/3/2021 and a technician visited and mentioned he needed to order the item.
Today is 8/23/2021 and still waiting the part.
I've called the customer services since June 2021 and got the same answer continuously. (UNTIL TODAY)
Like "could you call back tomorrow (that is, after 24 hours later) so that we contacted the plumbing company."
I did call back again and again since June.
Then I've got
either the plumbing company did not call back or
the plumbing company was still waiting the parts.
I asked to provide me the time frame to resolve the issue or
replace the plumbing company or refund my charge.
But samething like a broken record.
"I understand your situation, but we could not provide you the timeframe, could you call back so that we could contact the plumbing company".
I could see the statements are on manual.
It seems like I order "TESLA"

AHS is totally inept. You can't speak to anyone who is in the US. The service persons AHS assigns do not work on our doorbell. We (and the service provider) have told this to AHS repeatedly--yet--AHS does not seem to have this information in their notes.

As for the A/C we told the service person that we would take a CASH OUT. We were not willing to pay $750 for the refrigerant to be removed/replaced. The unit is OLD. It will not be reliable AND AHS is too slow to respond to calls for repairs.

My icemaker has been out for over 6 weeks. It's not a parts problem that has caused the delay, it's, once again, the fact that AHS did not assign the repairs to an authorized repair person. That caused a delay of 3-4 weeks.

I assume that the icemaker will be repaired but I want evidence that the parts were ordered. Or, I will order them myself and send AHS the repair bill.

I want to use the CASH out option to replace my AC or AHS MUST repair the unit in a timely manner!

I want to call the NEC company that repairs the doorbell system or AHS can contact an authorized repair company that works on NEC.

I want proof that the parts for my icemaker has been ordered and I want the date this supposedly occurred.

Most of all, I want a person with a brain to call me to discuss these matters so that we can resolve the issues without any further undue delay. The current system to sit on the phone for hours on end is OVER!

Diane Crumley
[protected]

My next move is to take all of my notes (and all of the complaints about AHS and turn it over to an attorney for handling. I

I had a service rep come to my house on July 23, assessed the repairs on my washer. The service rep. claims they ordered the parts on August 2 through American Homeshield. I have been on the phone with the Homeshield Service Provider who could not tell me the parts were ordered nor when I would get my washer repaired. Today is August 23. I can not get any supervisor on the phone to get me any direct answers on parts ETA, what the miscommunication was since they are all in meetings. I've been on the phone with Customer Relations, Cessae, for over an hour who is giving me conflicting information. The parts were ordered on August 2 and authorized by American Homeshield and officially ordered on the 16th. Last Monday. I'm currently being transferred over to the Escalation Team. Either I'm not getting the truth from American Homeshield or you sent me a service provider that lied to me AND not giving me the service I'm paying for. Customer service can not connect me to anyone else to resolve my issue. This is horrible service that I'm paying for. I'm still waiting for my phone call.

i was told i was going my 100 dollars service back because the service on 08/17/221 was never done i had to pay all out on my own pocket talk to a manager we agreed on will give my 100 dollars ill keep the policy i loss my bank card same day i talk to manger i called back to give my new card# the lady put me on hold 10 minute will look in to it WO

Dispatch # [protected].
Air conditioner went out 8/14/21. Air conditioner guy came out monday 8/16 says we need a new Condenser and Air handling unit. Waited all week to hear something about when the new parts would be in and installed. Made numerous phone calls stating it is a emergency as we are retired ourselves but also have my 81 year old Mom lives with us. The third night my Mom had a heat event and we had to call 911. we needed to move her to a motel with air that we cannot afford. We live in Texas the house has been hitting 94 degrees.
we also have animials. I called this morning they tell me the parts will not be in until 8/30, one week from today! You have got to me kidding me!
We cannot afford a motel nor can we exist in this heat for another week. During this whole process I was not able to speak with one person here in the United States. I ask to speak with supervisor and was told there were none available and the one would call me back in 24-48 hrs.
We need an air condition installed immediately. We live it Texas. We don't have monies to keep my Mom in a Motel for another week, we have already paid 600.00 that we had to charge because we don't have it. Also part of the installation is considered a modification so we will have to come up with 1600.00 out of pocket!I have never been so upset with a company not doing there job in a timely manner and not caring if it is a emergency or not.

I put in a service request on the 16 Jun 2021 for a Aircondition repair with American home shield. The service provider assigned me for repair to Family heating and air a week later the company finally showed up for repair and found they. Needed to order a part. Two weeks later I call and ask was the part in they said yes and scheduled the appointment for the next day repairman never showed up and didn't call to let me know they wasn't coming for the repair. Another appointment was set and the repairman came out and ask and didn't bring the part for the repair. He then called the company and inquired about the part and found the part was never ordered. On the 16 Aug 2021 I again called the company and implied they would get back with me for an appointment in which they never did. I called American home shield they contacted the company and said the company will be out on the 19 or 20 Aug., again they didn't show up or called. I'm not happy with the service you have provided I ask that you send competent company's to service your client in the future. This is not good business practice

Contract # [protected] --- I paid my $75 fee on 6-8-21 for a contractor to repair my StoveTop issues. First contractor never showed up. AHS reassigned repair order to Axis Appliance who inspected the StoveTop on 6-16-21 and finally returned on 6-28-21 to repair. After installing two new burner switches and a fan switch Tech said it was fixed...however the Red "on light stayed on when the 2 burners were turned off and the fan light came on when the grill side switch was turned on. Submitted a 2nd claim and another Tech from Axis Appliance repaired the stovetop on 7-14-21, however this time when the large right front burner is turned on you cannot adjust the heat level and it stays on the highest heat level. On 8-16-21 I submitted another claim on the StoveTop, paid another $75 fee to fix what was never fixed right in the first place. Today, 8-17-21 Fleming Appliance showed up and fixed the problem with the StoveTop telling me that the two Axis Techs had incorrectly wired the 3 switches and left bare wires in the switch compartment. I had to pay the $75 service fee twice which I would expect AHS to refund on $75 fee to me.

This is been going on since July 2 no resolution supposed to be in contract relations Still without an air conditioner Supervisors don't return calls Extremely rude!.Basically it comes down to this they really do not care about their customers I've been with them for over 10 years and being treated like this amazon looks better than better At least they have a department where you can call and get some kind of resolution these guys don't care Choice home warranty seem to be better also

Service address: 113 Amethyst Stars Ave. No Las Vegas NV 89031
Name: Yvette Walton Phone # [protected] email [protected]@yahoo.com.

I have been on hold for an hour waiting for the resolution center. Every time I try to login I get a login page error. I have spoken with Mark and Grace. Originally Mark told me that Dr. Cool who was sent to do the work was not available today to send the report required to do the next step of the repair which is the Drywall. I called Dr. Cool and they said they sent it on 8/14. The pipe was repaired on 8/13 now I need the drywall replaced. I called back and now according to Grace AMS will not repair the drywall and to call my home insurance. I requested to speak to a supervisor and she declined to connect me by was to transfer me to resolutions. I am currently still on hold as I write this. A representative names Darwin finally came on the line and after another 30 mins said that the drywall repair is not covered. How was the pipe going to be fixed without removing the drywall which by the time a repair person came out had collapsed. I am not pleased at all. I have had this service for several years and when I really need it I am told that it cannot be done. I could have went with my home insurance in the beginning had your representative not stated that all would be done my your company. I will start looking for another plan that I can rely on. 2 hours spent with no help at all. I have referred your company to many people I will be sure to let them know what to expect now.

Buyers Beware! This company is a big scam and needs to be investigated considering all the horrible business practices it does to all of its customers. Our washer machine broke down over a month ago and American Home shield (AHS) sent A&E Factory Service contractor on 7/10/21 contract # [protected] & contract # [protected] on 7/25/21 to fix our washer machine but due to the age of the washer unit, the parts could not be found or ordered and according to AHS policy they will be required to replace the washer machine. AHS did not do so and their excuse was we did not receive the diagnostic report from A&E Factory Service. I called A&E Factory Service many times and asked them to please email AHS and send a copy to myself which they did but up to today 8/14/21, AHS still denies of not receiving the report and will not accept the diagnostic report copy I received from A&E Factory Service. So AHS sends another contractor which now says it may take 1-2 weeks for the part to arrive and may take longer if they find other issues. Our washer is still not repaired and this issue has been dragged on for over a month and a half for a family who has to manage a disabled bed bound adult person living with MS and requires this washer machine every few days. We have constantly made AHS reps and their contractors aware of our situation but they do absolutely nothing about this issue. Is this how a company should treat its paying customers? This is called customer abuse.
Furthermore AHS Representatives delete reports/notes from their customers portals to hide evidence from being audited for legal issues. For instance they have deleted 2 other additional contractors besides A&E Factory Service who canceled and did not show up during this past 1.5 months of waiting. It is obvious American Home Shield's main objective is to maximize profit and to be in absolute disregard towards its paying customers. It is a shame that so many customers have suffered and not a whole lot has been or can be done against this company.

Description of Complaint: My Central Air hasn't worked for at least 3 years. AHS would assign local companies to repair/service my air conditioner. Yet it still has not worked. The last company that came to check it out stated that I need a whole new unit. He did tell AHS. However, they have not done anything. I call I speak with a representative I give them the I'm told that they will raise my concern to up the chain to management. I never get a call back from anyone. I had to put an air conditioner in my kitchen window. The water from the unit has runs down the front of my house I use 2 large towels and a plastic bag to try and stim the water from running down the back of the sink into the downstairs bedroom which now has mildew on the ceiling which needs to be torn down and replaced. I'm afraid that my sink and cabinets are going to fall as well. I'm paying for a service and that as failed me I need help now. My home is extremely hot. and I have a lot of health issues and the heat is unbearable

July 2, 2021 made initial call for service of air conditioner. Left Coast Air was assigned. They had to be recalled to our home 6 additional times. Dispatch#[protected], #[protected], [protected], [protected], [protected] and [protected]. This recurring issue was reassigned to Left Coast Air who was never able to diagnosis the issue. Over a period of one month and multiple visits to our home, Left Coast replaced the fan and thermostat which never remedied the issue. On August 5, 2021 I insisted we needed another contractor and was told that couldn't be done. Therefore, another recall #[protected] was issued to Left Coast Air. Left Coast never called or answered my detailed voice mail. We had an infant coming home from NICU and disparately needed the air to work. On August 12, 2021, I reported to AHS that I want to cancel the policy and Left Coast Air was not welcomed on our property as they had to fix the issue and most importantly never even called after the last recall and ignored my messages. The AHS receptionist insisted another contractor could fix the issue. I reminded him that I was told on August 5th that could NOT be done. However, another contractor was in fact assigned; Right Tech Heating & Air dispatch #[protected]. Was told by AHS due to the emergency with an infant in the house the service call would be within 4 hours. Immediately received a call from Right Tech that they do NOT service our area as we are too far away. Right Tech closed the service request. I had no choice but to hire an independent contractor. The independent contractor diagnosed the issue at 9:00 a.m. on August 13 as an inoperable "contact relay switch". He immediately obtained the part and I paid $180. This is an unacceptable situation when AHS gets paid via an automatic withdrawal from my bank account yet does NOT provide the needed services.

Monday Aug 9, 2021 an AC technician came to look at my ac. and say that I was complete out of Freon. I didn't have the money to pay at the time so once I got the money I scheduled it for Wed Aug 11, 2021. He came ready to fix the leak and put the Freon in. but he didn't because he said there was a cooper wire that someone moved it. and with the vibration of the ac running the copper wire was rubbing against the tube for the Freon causing the leak. So it wasn't natural ware and tare. And he was going to send in claim to American home shield and they would e-mail me with the verdict.

I heard back. the email said: There are limitations associated with approving your move copper line not covered due to not normal wear and tear per section C 4 a no cod for dispatch [protected] under your American Home Shield home service contract.

I called them. I was denied the claim, because the leak wasn't caused naturally but by someone moved the wire . and because of that i cant get it fixed. well the guy I talked to said i could go somewhere else to get it fixed. but that will cost way more than what i can afford. So I've been sitting here in a hot house for almost a week. And he didn't care.

On 8/1/2021 I initiated a claim with ahs in regards to our hot water heater no longer working. Ahs sent out a plumber (plumbing repair asap) who diagnosed the problem as a cracked heating element that could not be repaired. Ahs agreed with this tech. And stated that a new heater would be ordered. This is 8/13/2021 and no hot water heater.
We have been customers with ahs for 10 to 12 years and have always had excellent service but not this time... Why the delay and no update or "explanation as to the delay". I have called customer service 9 times and always told that the water heater was on order. Too long to place an order...
Our agreement number is [protected] and the request for service number is [protected]. Our e-mail address is [protected]@yahoo.com... Physical address is 209 forrest lane ruidoso nm 88345. Can you help as we truly wish to continue our relationship with ahs? Thanks for listening, phil ladue

We purchased our home in February, 2019; AHS warranty was included. When the ice maker failed we requested service. From early in 2019 through July 2021, we continued to request service on this same SubZero ice maker. It would work for a short time and then fail again. It rained and froze inside the ice maker this spring 5/2021, and we again requested repair. A different service group came (this was a relief because the Valley Appliance people were clearly incompetent). ADA Repair came ordered a new ice maker which failed in about 2 weeks; they returned again and told me they would order another ice maker as they felt the one installed would fail again. The one installed worked for 2 weeks and when they called me I told them it was working. About a week later it failed again. Instead of raining inside the freezer or producing and over flowing ice, it just stopped altogether. I called again.AHS promised to call me and waive the $75 fee, but they failed to return a call. A week passed and a contractor we use noticed our baseboards were popping off the entry to the dining room and the wall behind the freezer. He told us that we had a leak- behind the freezer. We needed a plumber - so I paid AHS again for a plumber who spent 4 minutes in our home and declared it NOT a plumbing problem, and left. He was so unconcerned about the job that he did not move out the appliance or check anything other than lay down on the floor for about 1 minute. AHS refused to waive the $75 fee and the appliance group ADA returned again. They looked above the freezer compartment and said lines were cut and they would "turn it into insurance" or something similar. At this point, and the first time ever, I got an email from AHS marked urgent. I called and talked to Ally, and I politely asked for management. I told her that my problem had huge history and I did not think she could help me. She insisted she could. I proceeded to tell the story and she interrupted me, saying she had information for me. I told her I wasn't interested in her information until I felt that she actually heard what I was saying and why. I finished explaining and asked 4 more times for a manager. Ally then read me a number and letter point in my contract which had been construed to declare my freezer/icemaker/water leak problem they had been servicing at least 10 times in over 2 years was ineligible to be repaired. I insisted on talking to management and Ally put me on hold. At this point I had been on the call about 20 minutes. I waited for about 12 minutes and Ally came back on the line. I asked her if management was on with us and she told me she had just put me on hold so I could "calm down." I asked her if she was a therapist in addition to her job with AHS. She finally told me she would turn the issue into their group that handles the relationship between the contractors and AHS. It seems they are not at all interested in their customer concerns, as she told me these issues are handled by that group in the order in which they are received. At this point - insurance adjusters have arrived thanks to Allstate and are ready to help me dry out. Unfortunately, I am in limbo on my SubZero. There is zero follow up or concern on AHS's side of this equation, but the length of time they serviced that SubZero and failed to discover ANYTHING that was causing water and potentially mold damage is just too much to ignore. The advertisements that flow from that group show happy women without a worry as their kitchen sink blows water and their air conditioner blower doesn't shut off. The ladies say if they can't fix it AHS will replace it. I say - bring me a new SubZero and a HUGE APOLOGY.

Original request for service on cooktop and oven opened July 6, 2021. Dispatch # [protected] MCGREW. Hornet Appliance is the contractor assigned. First time to our house, they had to "get parts". Second time to our house, they brought the wrong parts for the cooktop and were checking on parts for the oven. Result: oven will be replaced - working on that through your Purchasing Department. The cooktop remains broken. As of today, they are still waiting on parts, although Saydee at Hornet sent me an email on 08/05/21 as follows:

Good morning Ms. McGrew

LP OVEN TEMPERATURE OVEN CONTROL AHS RESEARCHING (PART MIGHT NOT BE AVAILABLE) WILL LET YOU KNOW ONCE WE RECEIVE STATUS IF AHS FOUND PARTT

LP COOK TOP SWITCHES AHS MARCONE ETA 3-5 DAYS

Thank You

Saydee

Today, I had not heard from them, so I sent Saydee another email asking about the parts which she referenced in her 08/05/21 email. This is the response from her today:

Hello Ms Mcgrew

This oven call has been placed into options for repair for the homeowner.

If you have not received an update from AHS within 2 weeks, please bill your costs to date. Thanks

Please call Purchasing Department from AHS [protected] option 3

Thank You

Saydee

I sent an email back to her telling her strongly that it was the cooktop I am waiting for, not the oven. Then I called AHS (again) and received word that Hornet Appliance is waiting for another part. This is ridiculous. I told your representative to have Hornet come and install what they have on Friday, and I will be reporting them to Better Business Bureau, and I will also report AHS to Better Business Bureau if this is not resolved by Friday, this week 08/13/21. I have been without a cooktop for over a month. What am I supposed to do...build a fire in my fireplace? This is ridiculous.

Please advise: [protected]@sbcglobal.net

Donna McGrew

AIR CONDITIONING has been out for over 2 months. American Home Shields has sent technicians out 7 times. Two weeks ago the ordered a part that would finally fix the air conditioning. The technician was supposed to be here yesterday between 8am and 12 pm. Never sowed up or called. Been trying to get someone on the phone all morning and still haven't been able to

Called for a/c thermostat to be fixed today (Saturday 8/7/2021 ) to their 24 hr/7day a week emergency service and was told they don't work on Saturdays or Sundays and I would have to wait 40 to 48 hours for someone to come out. They increased the cost of my warranty - I had it for almost 20 years and now they won't give me service? No A/C on a 90 degree day and that was just this morning. So I ended calling a local contractor and had to pay $349.00 to get it fixed and now I have A/C. Also the rep who answered the phone could barely speak English and I could barely understand her. Had to get her to repeat her questions/statements over and over again so I could understand. Why are they not hiring Americans who speak English? Why Indians?

7/28/2021 I placed an order for a service request on my A/C unit not working properly. I was assigned a service technician A-US Air Conditioning of Texas.
They stated that my unit needed Freon and charged me $383.00 because they say the warranty does not cover the costs. 3 days later the A/C unit went out again and American Home Shield was called and another service request was sent to the same company. They came back a couple of days later and stated that the air filter needed to be replaced. Another 3 days go by and the unit stops working. I again called American Home shield. They again placed another order with the same servicing company. This is the 3rd service request with A-US Air Conditioning of Texas. The technician comes back days later to tell me that the compressor and coils need to be replaced. They said this repair would take them 3-5 days to repair and install. They came back on 8/3/2021 and before repair stated that I had to pay $835.00 upfront for the repair. I called American home shield to understand why I had to pay out of pocket cost for a item covered under warranty. They said I had to pay for Freon. I explained that I paid for Freon in the unit on the 1st service call and should not have to pay this again. They were unable to help me with this issue of paying again and now $835. I paid the money because my family had suffered a long time with dealing with no air. I have children and temperatures over 100 degrees in the home.
On 8/7/2021 the same unit went out again. This is the 4th service request and I called american home shield for another company to service me and resolve the issue. They declined and stated that the company will call me and schedule another appointment. This is unacceptable. I have paid with service call and repair costs over $1200. My family is still without air and we are again on the wait list for repair company.

- On 6/8/21, I submitted the request to repair the refrigerator Whirlpool. There were 2 problems:
• the fruits and vegetables in their section become a piece of ice on the next day
• the gasket of the freezer's section does not hold the door and this section opens all the time and do not hold the freezing temperature.
- On 6/15/21 the technician from Sears came and gave us an advice - to keep food in plastic bags to avoid over freezing. Good advice, but, unfortunately, it does not help. We still cannot use the Crisper bins.
As for gasket, he checked the Sears site and said that this might be a problem, as Whirlpool does not have such gaskets any more (discontinued), but he will try to find it. He scheduled the next appointment on 6/25/21 to install the new gasket.
- On 6/25/21 nobody showed up. So, at the end of that day when we called to figure out where is the technician, we were informed that he did not get the gasket. So, on the question, why nobody told us that and we were waiting the whole day, we got the polite "sorry".
- 7/02/21. As, I still did not hear anything from AHS, I called AHS with a question for how long we need to wait for the repair. The answer was: the company's policy is - 21 day after technician's visit. If the repair is not done within this time frame, then Authorization department will take an action to seek for another option.
- 7/07/21 - 21 day after technician visit and ordering the spare part gone. I called AHS. The answer: We are expecting Sears' report to Authorization department to start working. The escalation report already sent to Sears and we should have their report today or tomorrow.
- 7/09/21. Asking for status. Answer: Still waiting for Sears' report. Question: What is the time frame for them to submit the report. A.: 24-48 hours. Q:. It is already 24 days after technician visit, it is your contractor and you are responsible to get the report in timely manner. A.: If we will not have report, the Authorization department will take actions without them.
- 7/12/21. Rep. Leonor: The report is submitted to Authorization department. The response will be within 24-48 hours.
- 7/14/21 Rep. Ella. Q.: What is the status? A: We are waiting for the contractor's (Sears) report. I will send request to Sears again. Q. I would like to talk to the Manager A. I will make a note in your chart. He will call you in 24-48 hours.
-7/15/21 Rep. John; Same conversation as on 7/14/21
-7/16/21 Rep. Lloyd; Same conversation as on 7/14/21
-7/19/21 Rep. Dennis; Same conversation as on 7/14/21
-7/19/21 Rep. Natasha: Same conversation as on 7/14/21
7/21/21 Rep. Darwi. Same questions. Then Darwi explained me, that all communications by previous reps were done improperly, as such requests should be done over phone, but not by e-mail as they were done previously. She called Sears and talk to Manager Ban. She also put the Note for manager to call me.
7/23/21 Rep. Dane. Same questions as on 7/14/21. Dane put me on hold to figure out the status. After keeping me on hold for 40 min., she disconnected the call.
7/23/21 Rep. Orlando. Claim is in the Contractor relations department.. It was submitted on 7/20/21.
7/27/21. Rep. Ivy. On the request to provide me the address to where I can write the complaint, said that there is no such address, only the address to send the checks for the service.
7/27/21 Rep. Cestor. Same as Rep. Ivy - No address.
7/27/21. Sent e-mail to [protected]@ahs.com and 3 Certified letters to AHS Corporates offices to the address' from Internet:
• 150 PEABODY Place, Memphis, TN 38103
• 860 Ridge Lake Bl, Memphis, TN 38135
• 889 Ridge Lake Bl Memphis, TN 38120
7/29/21 Rep. Ciel. On the request to check the receiving of my e-mail, was promised to transfer the call to the special department and so put me on hold. Was on hold from 12:05 pm till 2:20 pm. After waiting for 2h15mins, I dropped the phone, understanding that I would be never connected.
8/03/21 - sent the e-mails to the [protected]@ahs.com and to [protected]@ahs.com.
At this I got the response from [protected]@ahs.com - Recipient address rejected: Access denied.
No updates since then.
Resume:
• Very polite customer service, but not trained, so cannot handle the cases properly and support customers needs. Not possible to contact management or/and file review in their website.
• 15 times I called to figure out the status of the claim. 15 times I was told that AHS asked Contractor (Sears) for the technical report. 12 times I asked manager to call me back, as they do not pick the phone. 12 times (during more then a month) I was promised that the manager will call me back. Never happened.

- I picked up AHS as based on reviews, showing this is one of the best Home warranty companies. How can it be if the BBB rating of the company is 2.5 out of 5 and 6, 815 complaints closed only in last 12 months? And with such records AHS is advertised as one of the bests?
- I wanted to put my own review based on my experience and figured out, that it is impossible to do it via web sites. My question: how then AHS got so many positive reviews? Are they real?
- There is no opportunity to contact Manager and have any record: no e-mail, no contact with management.
- The Contract Agreement does not indicate the Terms and Conditions for time frame of the repair or replacement. This information can be obtained only over phone and so cannot be proved.
- As I was told by 2 customer service reps, that the claim should be fixed within 21 day after technician's visit and if the contractor would not provide the technical report, the Authorization department should take an action and issue the order to replace the not properly working unit.
- The same is stated in the Contract Agreement: If the unit cannot be fixed, it should be replaced.
- As for today (8/03/21) it is 49 days after the technician visit and nobody contacted me with status update, I am insisting on immediate replacement of the unit.
- And as nobody ever (for 49 days) explained me what is the status and when we can get our unit fixed, I am starting the complaint process outside of AHS.

Marina Ryvkina,
[protected]@yahoo.com
408/866-2576 home
408/497-4783 cell for SMS